Supervisor, Customer Experience

Job Track Description: Assists others in achieving goals. Broad technical expertise and industry knowledge. Ability to manage hiring and termination actions and training for multiple employees. Manages performance appraisals and pay reviews for team members. Accountable for functional, operational, and program management.

General Profile. Supervises daily tasks of the business, technical support and production teams Responsible for team results Works within established precedents and practices. Evaluates and organizes information to solve for problems and challenges Ability to work without supervision. Functional Knowledge Comprehensive understanding of processes, procedures, systems, and concepts.

Business Expertise Ability to coordinate team efforts to achieve overall company and client goals. Impact Directly impacts the quality of services provided Supports and trains team members to impact end user experiences Leadership Provides supervision including coaching and quality checks to support associate progress Problem Solving Solves problems and evaluates possible solutions using past technical experience.

Interpersonal Skills Strong communication skills to share ideas and information. Responsibility Statements Delivers quality, productivity, and compliance KPI reports. Coaches and gives feedback to team members to enhance performance. Shares processes and business updates with the team. Supervises the team to identify coaching opportunities.

Recommends training interventions when necessary. Outlines best practices for associate growth and improvement. Performs other duties as assigned. Complies with all policies and standards.